Senior Trading Support Manager

Oddin.gg is the global leader in esports data science. Recognized by Deloitte as the fastest-growing tech company in Central Europe in 2024, we provide a comprehensive esports betting ecosystem that powers the biggest players in the world.

As our first Senior Trading Support Manager, you’ll lay the foundation for a brand-new team that will become the backbone of our world-class trading operations focused on betting markets and odds.Your mission: to create a unified, efficient, and responsive Trading Support team that empowers traders to focus on what they do best — trading — while ensuring our clients enjoy seamless, high-quality service.
 

Your vision will shape a 24/7 support organization that:

• Owns all trader-related communication and incident handling
• Ensures rapid, knowledgeable responses to trading issues
• Partners closely with Trading and Customer Success teams
• Identifies and addresses quality issues across our trading products 
• Builds robust measurable KPIs systems — because we can’t improve what we don’t measure
   

Key Responsibilities

• Build and lead a world-class Trading Support team from scratch, establishing its structure, processes, and culture.
• Strong analytical skills and a strategic mindset to balance cost efficiency with high-quality service delivery.
• Brings the trading-customer communications to the highest quality peeks possible.
• Manage incidents and non-technical support queries efficiently, maintaining clear communication across teams.
• Establish clear standards and reporting frameworks to measure team success and drive continuous improvement.
• Lead and master cross-functional efforts with Trading, Product, and Customer Success teams to uncover and resolve recurring issues.
• Ability to leverage technology to drive service innovations while maintaining a customer-first approach.
• Represent the support team in senior management discussions, aligning strategic objectives with business goals.
• Recruit, train, and mentor team members, fostering a culture of excellence, accountability, and growth.
   

Requirements

• Extensive proven track record in betting trading platform support.
• Advanced understanding of betting trading platform ecosystems.
• Strong leadership and management skills with the ability to build and inspire teams.
• Strategic thinking and planning abilities to design scalable processes.
• Proven experience in team development and performance improvement.
• Solid understanding of the B2B environment, particularly in betting.
• Experience with customer service tools, AI-based solutions, or CRM systems is helpful but not essential.
• Demonstrated experience in supporting B2B customers.
• Fluency in English. 

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